Complain about onthebeach

Morning all,

Where do I go to make a formal complaint about onthebeach and a misleading description on their website? This is in with regard to our summer holiday.

The website advertises as follows:
  • Air Conditioning
  • Aqua Park
  • Bar
  • Buffet Restaurant
  • Entertainment
  • Family Hotel
My issues are -

The aqua park is off site (website doesn't how that but trip advisor does so I was aware before we left)

There's no entertainment

The most misleading bit is the family hotel that I feel will appeal to families and this is NOT a family hotel for numerous different reasons that I have advised onthebeach about. However they seem to have form to ignore complaints so I would like to escalate it, but have seen they are not part of ABTA.

Trip advisor has now been updated to be more accurate with reviews, but when we booked last year, it was all very positive. 

I just feel they should remove the incorrect points so that no has to go through what we did while we were away.

Thank you
«13

Comments

  • Regardless of other points raised - I would assume Aqua Park to mean a separate complex on another site.
    What hotel were you at ?
  • Westin
    Westin Posts: 5,888
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    Please post the name of the hotel.
  • The name of the hotel is irrelevant. I stayed there, I know they are false advertising 
  • Jtdoyouloveme
    Jtdoyouloveme Posts: 22
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    edited 22 September 2023 at 5:15PM
    Regardless of other points raised - I would assume Aqua Park to mean a separate complex on another site.
    What hotel were you at ?
    Maybe that was my error as I didn’t take aqua park to mean that, however, as I said - I knew it was separate when I booked due to previous reviews 
  • Kor65
    Kor65 Posts: 20
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    If they was with ABDA they are useless, check the reviews  .looking at the terms and conditions with they say your contract with a company that owns the hotel. Good luck with complaining with that. 
    It seems  a lot a holiday companies are doing this now . it should be a real consumer rights issue.

    if you go to the citizens advice, they will say that your contract is with a third-party.
    They will also say that will pass on the information to trading standards, but you won’t hear anything back. They also give you a link to a party that deals with complaining in the situation. However, you won’t hear anything back from them, neither

    If you’ve booked through a reputable company and a package holiday you may  have a chance .
  • The name of the hotel is irrelevant. I stayed there, I know they are false advertising 
    The hotel is the central element of your complaint.

  • The name of the hotel is irrelevant. I stayed there, I know they are false advertising 
    The hotel is the central element of your complaint.

    Agreed - my complaint to whoever it is I can complain to as per my original question! 
  • The name of the hotel is irrelevant. I stayed there, I know they are false advertising 
    The hotel is the central element of your complaint.

    Agreed - my complaint to whoever it is I can complain to as per my original question! 
    1. On The Beach
    2. The hotel


  • eskbanker
    eskbanker Posts: 29,890
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    The name of the hotel is irrelevant. I stayed there, I know they are false advertising 
    Have you established whether the alleged false advertising is by Onthebeach misrepresenting the hotel (by describing features not advertised by the hotel itself) or if the hotel itself is less than honest about them on its own website?
  • Kor65
    Kor65 Posts: 20
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    We went to Villa in Cyprus, and the photographs that we used on the website  were 11 years old did not resemble the appalling state of the Villa. 
    We have reported James Villa to the citizens advice who pass the information to  the trading standards  we have heard  nothing back
    we went direct to the company in Cyprus, and they were horrendous

    It seems that the consumer rights are non-existent when it comes to holidays like this .

    You could try the Credit Card section 75 if applicable




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